Frequently Asked Questions

• We accept returns for unused products that you’re unhappy with within 30 days of receipt.
• Please note the item must be unused and in the original packaging.
• Items noted as Final Purchase are not eligible for return. (bowls, downstems, pokers, cleaning supplies, covers) 
• If you would like to start your return please email us at hello@heygloop.com and let us know why it didn’t work out for you.
• Once the return request is approved we will email you a prepaid return label.
• Please send your return within 14 days of your returns approval. 
• The cost of the return label, original shipping cost, and a $5 restocking fee will be deducted from your refund.
• If you wish to not use a prepaid return label and return your order on your own please let us know and we will provide the return address. When the return is sent please provide us with the tracking details so we can follow your return. 
• If you choose to send your return with your own shipping method, just the original shipping cost and a restocking fee will be deducted from your refund.
• If your return needs any packaging refurbishment the cost will be deducted from your refund. 
• Once your return is delivered back to us we will process your return and issue your refund within 5 business days. When your refund is issued you will receive an email confirmation with your refund details.
• Please allow 3-5 business days for your refund to fully settle into your account.
• We currently are not able to process exchanges. 
• Please note, it is the customer’s responsibility to ensure that any return is shipped within the timeframe specified in our return policy. 

We ship our orders with USPS and UPS. If USPS does not deliver to your address please email us at hello@heygloop.com so we can use an alternate service.

• First, we recommend reaching out to your local USPS post office as they will have more information on the details of your delivery. They may even be able to provide the GPS coordinates of where your package was placed. Googling “Your zip code USPS” will help find your local USPS post office and their phone number.  
• If your post office could not locate the package, go ahead and file a lost package claim.
• If you have the Navidium Shipping Protection, please email us at hello@heygloop.com and provide the lost package claim ID. Once we have the lost package claim ID, we will send out your replacement.
• If you do not have the Navidium Shipping Protection, please still shoot us an email with your claim ID! We can’t send out a replacement, but we still want to help out!

Yes! All of our orders are shipped in plain brown shipping boxes. 

If you need to change an item, cancel your order, or update your shipping address, please email us as soon as possible at hello@heygloop.com. We'll do our best to make the requested changes before your order ships. Once your order has been handed over to the courier, we're no longer able to modify or cancel it.

Of course! If you received your piece and something is broken please contact us with a photo of the broken item within 7 days of delivery and we’ll happily send out a replacement.

We currenlty do not offer international shipping, but we hope to soon!